Technical Team Lead - Service Desk

Job Description

Role Summary

You’ll lead a high-performance Service Desk. (L1–L3) delivering SLA-driven support to SMB / Enterprise clients. This is a hands-on leadership role : 60% team management & service delivery, 40% senior technical escalation across Microsoft 365, Azure, networking, security fundamentals, and telephony basics (Teams Phone / SIP).

Key Responsibilities

Team Leadership & Service Delivery

• Lead, coach, and roster a 10–15-person helpdesk (L1–L3), fostering a customer-first, “fix fast, fix right” culture.
• Own incident, request, problem & change workflows (ITIL), daily stand ups, queue health, and escalation paths.
• Run weekly 1 : 1s, skills matrices, career plans, and continuous improvement (playbooks, SOPs, runbooks).
• Manage vendor / MSP partner escalations and after-hours / on-call rotations.

Technical Ownership (Level 3 Escalations)

Process, Quality & Stakeholders

Requirements

Required Skills & Experience

Nice-to-Have Certifications

Tools You’ll Likely Use Here

KPIs / What Success Looks Like

Requirements

Requirement 1 : Jr. C#Dot net Developer with Azure Location : Bangalore, Bhartiya City(Don’t Take relocation candidates) Work Mode : Hybrid( 3 Days from office) Experience : 3-5 Years Scadea Payroll, End Client- Eco lab Mandatory Skills : C#, .net core, Azure Services, Azure function, Azure Logic app( Look for candidates with these skills) Job Description : We are seeking a talented C#.NET Developer with a strong background in Microsoft Azure to join our dynamic team. The ideal candidate will be responsible for designing, developing, and maintaining robust and scalable applications using.NET technologies while leveraging Azure services. This role requires expertise in cloud-based development and database management, particularly with Cosmos DB and MongoDB, alongside Azure DevOps for CI / CD processes. Key Responsibilities : Application Development : Design, develop, and maintain scalable applications using C# and.NET Core. Azure Integration : Develop and deploy applications on the Microsoft Azure platform, utilising services such as Azure App Service, Azure Functions, and Azure Logic Apps. Database Management : Work with Cosmos DB and MongoDB for database operations, optimization, and troubleshooting. DevOps Practices : Implement and maintain CI / CD pipelines using Azure DevOps to ensure seamless application deployment. Server Management : Manage and maintain application servers for hosting and scaling enterprise-grade applications. Code Quality : Write clean, efficient, and maintainable code while adhering to best practices and coding standards. Collaboration : Work closely with cross-functional teams to understand project requirements and deliver solutions on time. Troubleshooting : Diagnose and resolve technical issues in production and non-production environments. Required Skills : Strong programming experience in C# and.NET Core / Framework. Hands-on experience with Microsoft Azure, including services such as Azure App Service, Azure Functions, and Azure Logic Apps. Proficiency in Cosmos DB and MongoDB for database development and management.( Not Mandatory, Good to have) Practical knowledge of Azure DevOps for CI / CD pipeline setup and automation. Experience in managing and maintaining application servers. Strong problem-solving and debugging skills. Excellent communication and collaboration skills. Familiarity with Agile / Scrum methodologies. Preferred Skills : Experience with containerization tools such as Docker and orchestration platforms like Kubernetes. Knowledge of REST APIs and micro services architecture. Exposure to cloud security best practices. Qualifications : Bachelor’s degree in Computer Science, Information Technology, or a related field.